Overview of a Trouble Ticket System
A trouble ticket system is a piece of software that manages and maintains customer issues, through a format known as a trouble ticket. Companies of all sizes have traditionally started offering customer support through an email account that was used as a repository for all types of inquiries to the company both business development and support-related needs. Managing customer support through an email account can very quickly become unruly and certainly cant scale for the needs of a growing business.
Though a static Frequently Asked Questions (FAQ) page can be helpful, but as the business grows so do customer questions and interactions and email and FAQs alone are not enough. A trouble ticket is a content format that captures a customer interaction: a phone call, an email, chat, or more recently even a tweet or other action shared through social media channels. The goal is to streamline all communication within the trouble ticket, which then can follows a highly organized workflow towards resolution of the customer issue.
How Businesses Use a Trouble Ticket System
Heres an example scenario to demonstrate how a common support ticketing system, like Zendesk, works:
1. A customer advocate (agent, technician, representative) receives a telephone call, email, chat or other communication like a tweet from social media channels, from a customer about a problem.
2. The customer advocate verifies that the problem is real, and not just perceived, opens a ticket in the support ticket system, and obtains more information from the customer about the problem on the ticket. This information generally includes the environment of the customer, when and how the issue occurs, and all other relevant circumstances.
3. As corrective action is taken on the issue, the related support ticket is routed through the support ticketing system in a streamlined workflow, updated with new data by the customer advocate.
4. After the issue has been fully addressed, it is marked as resolved in the support ticket system. Depending on the type of customer issue or situation the actual problem may not have been fully corrected, but the customer advocate will still be marked as resolved. The problem may be related to a known issue thats on a product roadmap for correction, have a suitable work-around, or might even been an issue that exists by-design.
Zendesks Ticketing System
Zendesks support ticket system helps companies streamline their trouble ticket workload. A few of the core features are especially tailored to do this out-of-the-box, including:
Zendesks predetermined answers, or macros. Macros enable the support team to create and apply automated responses to commonly asked customer support questions, eliminating copying and pasting the same answers repeatedly. Macros are heavily credited with immediately freeing up customer advocates to do more work in less time.
Another way Zendesks support ticket system helps to save time managing tickets is with triggers. Triggers are predetermined workflows that are automatically applied to tickets when they are created or updated. These help the company route partner emails efficiently, leading to faster service . All of these conveniences are helping the company grow cost-effectively.
When a companys customer emails a support request to a Zendesks support ticket system, he or she immediately receives a notification that the issue is being assigned to an agent. The agent will then escalate the issue to an engineer and provide a status update to the customer. This entire process happens through Zendesk, typically within 24 hours.
As agents work on cases, they use Zendesk to look back over customers previous support requests for background information that will help them solve cases more quickly. In addition, customers can do their own research by searching for troubleshooting tips in Zendesk's community forums.
Interested in how companies like Groupon, Lonely Planet, Foursquare & many other businesses use Zendesks trouble ticket system? Click here to read unique customer stories
Zendesks support ticket system provides customers with ticket management tools, and highly configurable forums, knowledge base, and FAQs. Inside your Zendesk, you will already be setup with many customer support best practice workflow tools, including macros and triggers. Furthermore, Zendesk automatically works with your email so you can stop digging through your inbox and start engaging with your customers.
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